Associate Incident Specialist

2 weeks ago

Jakarta, Indonesia NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

Plans, performs, and implements process improvement initiatives (such as Lean or Six Sigma).

Diagrams and evaluates existing processes.

Organizes leads and facilitates cross-functional project teams.

Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities.

Collects data to identify the root cause of problems.

Measures performance against process requirements.

Aligns improvement to performance shortfalls.

Provides consultation on the use of re-engineering techniques to improve process performance and product quality.

May deliver presentations and training courses including measurement, analysis, improvement, and control.

Surveys and analyzes best practices for techniques and processes.

Communicates team progress. Performs cost and benefit analyses.**Working at NTT**

Incident Management Specialists are accountable for the restoration of services to a normal level of operation within agreed service level and operational level agreements by resolving or configuring normal operations considered an incident and/or event.

**Key Roles and Responsibilities**:

Keeps a log of incidents and examines and analyses received incidents.
- Implements structured process flows from reporting to resolving incidents and records known errors with resolution steps in the relevant knowledge articles.
- Models incidents based on their categories allowing easy prioritization.
- Resolves incidents within the specified service level agreements or operational level agreements to ensure restoration of service interruption.
- Assist with the documentation of troubleshooting steps and service restoration details
- Identify the resources and proficiency needed to resolve the incident and at times escalate to the major incident team to drive quick and effective resolution.
- Works with colleagues to establish a framework for reference to be used when resolving incidents that reoccur and are of a similar nature.
- Assesses data gathered during the incident management process and provides guidance on the enhancement of quality of the service delivered and reduction of overall incidents.
**Knowledge, Skills, and Attributes**:

- Good analytical and reasoning skills
- Strong ability to interpret processes and policies
- Strong ability to analyze and interpret data to inform continuous improvement initiatives
- Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
- Proactive in approach and good attention to detail
- Achievement driven and delivery focused while maintaining the required quality
- Display client service orientation with good communication skills
**Academic Qualifications and Certifications**:

- Degree in a Computer Science or Information Technology field, or some equivalent work experience
- ITIL certification (expert level)
- ITIL Expert
- Lean
- Agile
- Six Sigma
- COBIT5
- Kepner Tregoe
- ISO20000
- ISO15504
**Required Experience**:

- Demonstrated experience working with internal and external stakeholders
- Demonstrated experience analyzing processes and recommending improvements
- Good experience in ITSM
- Proven experience managing incidents of a complex nature
- Experience with writing knowledge articles
- Service desk experience
- Experience working with data sets
**What will make you a good fit for the role?**
- 1-3 years experience
- respond to request for technical assistance in person, via phone, electronically
- Research question using available information resources
- advice user on appropriate action
- follow standard help desk procedures
- log all help desk software
- redirect problem to appropriate resources
- identify and escalate situations requiring urgent attention
- track and route problem and requests and document resolutions
- prepare activity reports
- stay current with system information, changes and updates
- exposure to altiris

**Equal opportunity employer**
NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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